Browsing by Author "Fanta, Yirgalem"

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    Analyzing The Influence Of Service Quality On Customers Satisfaction: The Case Of Addis Ababa Light Rail Transit Service
    (2018-06-13) Fanta, Yirgalem; Kebede, Hailemariam (PhD)
    This study was to analyze the influence of service quality on customer satisfaction using SERVQUAL model with regards to public transportation, specifically the Addis Ababa Light Rail Transit Service. In this study, level of customer’s satisfaction is examined by the SERVQUAL method comprised five dimensions namely reliability, assurance, tangibility, empathy and responsiveness to wards service quality, the gap between passengers’ perceptions and expectations of service quality was examined with the help of the GAP (SERVQUAL) model that was established by Parasuraman, Zeithaml and Berry and also the impact of service quality dimensions on customer satisfaction was analyzed. The research methodology is descriptive and explanatory designs in nature. The researcher used convenient sampling method in order to select the sample from the population. A total of 331 questionnaires were collected from customers. The data analysis was conducted through statistical techniques such as descriptive statistics, and inferential statistics using SPSS version 20. The finding indicates that service quality gap is wider in reliability, responsiveness, empathy, and assurance and tangible in descending order. Based on the result of the correlation, it shows that reliability, assurance, responsiveness, empathy and tangibility are positively and moderately correlated with customer satisfaction and also the multiple regression results revealed that all the five SERVQUAL dimensions and Overall Service Quality influence passenger’s satisfaction. According to the result Overall service quality, followed by assurance, responsiveness, reliability, tangibility and empathy are positively influence passengers satisfaction in descending order with beta value of.766, 0.168,0.166, 0.152, 0.150 and 0.138 respectively in AALRT service. Furthermore, 68.8 % of the variations in customer satisfaction are explained by service quality dimensions in AALRT service. Based on the findings of the study, the researcher forwarded some recommendations to AALRT service corporate management. The corporate management should work on all the service quality dimensions to improve and maintain its passenger satisfaction.